Terms of Service

1. Acceptance of These Terms

These terms form a binding agreement between you and HGGServices LLC. You accept them by using the website, by sending a message through the contact form, by emailing or telephoning the shop office, or by engaging the shop for work. If you are accepting on behalf of an organisation, you confirm that you have authority to bind that organisation.

Where a signed service agreement exists between HGGServices LLC and a client, the signed agreement governs the work it covers. These terms apply to the website and fill any gap in the signed agreement. If a provision of these terms conflicts with a provision of a signed agreement, the signed agreement takes priority for the work it governs.

We may update these terms from time to time as described in the changes section. The version in force at the time you send a request or engage a job is the version that applies to that request or job.

2. Definitions

In these terms, the following words have the meanings given below. The definitions apply whenever the word is used with a capital first letter.

• Company, we, us, our means HGGServices LLC, 7533 S Center View Ct, West Jordan - 84084-5526, United States (US).
• Website means the pages served at https://www.hggservices.lat and any subdomain we operate.
• Client means a person or organisation that engages the company for work or that owns a ticket opened with the company.
• Services means computer systems design, integration, support and related technical work carried out under a work ticket.
• Work ticket means the written record that defines a job, opened at intake and closed at pickup.
• Bay log means the technical record of the work carried out during a job.
• Client note means the plain language summary of the work handed to the client at pickup.

3. Eligibility and Authority

The website and the services are intended for businesses and professional organisations. By using the website you confirm that you are at least eighteen years of age or that you are using the site under the supervision of an adult who accepts these terms on your behalf. The services are not designed for personal or household use, though a sole trader may engage the shop where the work concerns a business system.

When you send a ticket request you confirm that you are authorised to discuss the system involved and that you can grant the access the job requires. Where the system belongs to a third party, including a landlord, a managed service provider or a software vendor, you confirm that you have obtained the permission needed to allow the shop to work on it.

The shop may decline a request where the requester cannot demonstrate authority, where the work would breach a licence or a law, or where the request falls outside the trade the shop practises. In that case the shop will say why in writing, and may suggest a route that would be acceptable.

4. Use of the Website

The website is provided for information about the company, its services and its shop office. You may read the pages, print them for your own use and share a link with a colleague. You may not copy large parts of the site into another publication, present the content as your own or use it to train a product offered to others without written permission.

The website must not be used to send unlawful content, to attempt to gain unauthorised access to a system, to introduce malicious code or to interfere with the operation of the site for another visitor. Automated scraping that places an unreasonable load on the server is not permitted, and the company may limit access where usage threatens availability.

The contact form is provided for legitimate enquiries about the services. Sending a bulk marketing message, a chain message or a request unrelated to the business is not permitted. The company may filter or discard a message that does not relate to the services it provides.

5. Description of Services

The company provides computer systems design and related technical services, including network and device integration, data flow between systems, backup and recovery routines, workstation and workflow design, documentation and ongoing technical care. The work is delivered through the six service bays described on the services page: work ticket bays, bay log runs, client note desks, intake windows, quality review rounds and pickup sittings.

The description of the services on the website is a general guide. Each job is defined by its own work ticket, and the ticket sets the specific scope, the checks that will be run and the date of expected completion. A description on the website does not guarantee that a particular job will be accepted or that a particular outcome will be reached.

The company may add, change or withdraw a service at any time. Where a change affects an active ticket, the client will be told before the change is applied to that ticket.

6. Work Tickets and Scope

Every job begins with a work ticket that records the system in scope, the symptoms reported, the people authorised to approve changes, the access required and the checks that will be run before the job can close. The ticket is drafted by the company and confirmed by the client at intake. A job does not begin until the ticket has been confirmed or the client has asked the shop to proceed on a draft.

The ticket is the measure of what the company has agreed to deliver. Work that falls outside the ticket is a new request, even where it would have been convenient to add it to the current job. The company may agree to extend a ticket where the client approves in writing, and the extension is recorded on the ticket with an adjusted completion date.

Where the client supplies information at intake that later proves to be inaccurate, the company may revisit the ticket and the estimate. The company will explain the change and seek agreement before continuing. A client is never asked to accept a larger bill without a written explanation of why the scope has changed.

The company treats a ticket as a working record rather than a formal contract, though it is relied on as evidence of what was agreed. Where a formal agreement exists, the formal agreement controls, and the ticket records the practical detail of the job.

7. Intake Windows and Access

An intake window is a scheduled time at which the client hands in a system or grants remote access. The window follows a short checklist that covers equipment, credentials, contacts, expected behaviour and any known constraint. The company asks that the checklist be complete before the window opens, because an incomplete checklist is the most common reason a job is delayed.

The client is responsible for granting the access the ticket requires for the duration of the work. Access may be physical access to equipment at the shop or at the client site, remote access through a secure channel, or an account provisioned for a technician. The client must not provide access that it is not entitled to grant, and must tell the shop if an account needs to be withdrawn before the job is complete.

Where a client delays an intake window, the shop may need to reschedule the assigned bay. Rescheduling is free where the client gives reasonable notice. Where a repeated delay prevents work the shop has reserved, the company may charge a reservation fee, and the fee will be stated in the ticket before it is applied.

8. Review Rounds and Pickup Sittings

No job is handed back without a review round. A technician other than the one who did the work reads the ticket and the bay log and tests the system against the check list recorded at intake. Where a check fails, the job returns to the bay, and the client is informed the same day with a short note explaining the reason and a revised date.

A pickup sitting is the scheduled hand-back at which the finished system, the ticket and the client note are reviewed together. The client is asked to confirm each ticket item in turn. Anything that needs adjustment is written down before the client leaves, and the ticket is either closed or held open with a clear reason.

Where a client cannot attend a pickup sitting, the hand-back can be held remotely or documented in writing and sent by email. The company will not close a ticket until the hand-back has been offered in one of those forms.

A job is complete when the pickup sitting has been held, the client note has been provided and any adjustment agreed at the sitting has been recorded. Completed work that later fails within the warranty period is handled under the support section of these terms.

9. Client Obligations

The client agrees to provide accurate information about the system, to maintain lawful access for the duration of the work and to inform the shop promptly of any change that affects the job. The client also agrees to ensure that data held on the system is backed up before the work begins, unless the shop has been asked to build or improve that backup as part of the ticket.

The client must nominate a person who can approve changes and must make that person available when a decision is needed. Where a decision blocks progress, the shop will pause the job and record the pause in the bay log. Time spent waiting on a decision may extend the completion date, and the extension will be noted on the ticket.

The client must not ask the shop to carry out work that would breach a licence, a third party agreement or a law. Where a system is under a vendor warranty or a managed service contract, the client must confirm whether work by an outside shop is permitted. The company will not accept a job that would knowingly put a client in breach of an obligation to another party.

The client is responsible for the content of its own systems. The company does not monitor client data for unlawful content and does not accept responsibility for the accuracy of business records held on a system it supports.

10. Fees and Payment

Fees are set out in the work ticket or in the service agreement that accompanies it. A ticket may be priced on a fixed basis for a defined scope, on a time and materials basis with an estimate, or on a support plan basis for recurring care work. The pricing method is stated on the ticket before work begins so that there is no doubt about how a bill will be calculated.

An estimate is a considered prediction rather than a cap. Where a job is priced on a fixed basis, the price does not change unless the scope changes and the client approves the change in writing. Where a job is priced on time and materials, the client is told when the work approaches the estimate so that a decision can be made before the cost exceeds what was expected.

Invoices are issued at the points stated in the ticket, commonly at intake for a deposit and at pickup for the balance. Payment terms are set on the invoice and are commonly a short period such as fourteen or thirty days. A late payment may attract a charge at a rate stated on the invoice, and work on a further ticket may be paused while an overdue invoice remains unpaid.

Parts, licences and third party products are charged at the price recorded on the ticket. Where a price changes between the ticket and the purchase, the shop will seek approval before buying at the new price. The company does not add a hidden markup without stating it on the ticket.

11. Changes to Scope

A change to scope is any request that alters the system, the outcome or the checks recorded on the ticket. Changes can arise during intake, during bay work or at the review round. Whenever a change appears, the shop writes it on the ticket and asks the client to choose one of two routes: fold the change into the current job, with an adjusted date and price, or move the change to a follow up ticket.

The shop does not make a change that affects the ticket without that choice being recorded. That rule protects both sides. The client is not surprised by a larger bill, and the shop is not committed to work that was never discussed.

Where a change is made to address a fault that was not apparent at intake, the shop may treat it as part of the original ticket if it is clearly necessary to meet the agreed outcome. The shop will explain the reasoning and record it in the bay log. Where the change is a new requirement rather than a necessary correction, it is treated as a new scope.

12. Support and Warranty Period

The company corrects a fault in completed work, at no charge, within an agreed period after pickup. The period is stated on the ticket and is commonly a short number of weeks. A fault means a result that does not meet a check recorded on the ticket. A new requirement, a change in circumstance or a failure of a third party product is not a fault for this purpose.

A support report should describe the symptom, when it appeared and what changed shortly beforehand. The shop will attempt to reproduce the fault, and where it cannot be reproduced the shop will say so and ask for more detail. Support is provided during normal business hours unless the ticket states otherwise.

Ongoing care work is available as a separate arrangement. A care plan may include scheduled checks, patching, backup verification and a defined response time for a reported fault. The terms of a care plan are set in its own agreement, and these terms continue to apply alongside it.

Support does not include work needed because the client or a third party changed the system after pickup, removed a component, changed a credential or installed software without telling the shop. Such work is handled as a new ticket.

13. Intellectual Property

The website, its text, its layout and its design are owned by the company or used under a licence, and are protected by copyright and other laws. You may not reproduce a substantial part of the site without written permission. Nothing in these terms transfers ownership of the website to a visitor.

The company retains ownership of its general methods, templates, ticket formats, log formats and other tools that it brought to a job. The client owns its own data, its own business records and any configuration that is specific to its systems. Where a job produces a document, the client receives a licence to use that document for its own business.

Where the company writes custom scripts or configuration for a client, the ownership position is stated on the ticket. The usual position is that the client may use the deliverable within its own organisation, while the company retains the right to reuse the underlying technique in other work. A client may request a different arrangement, and it will be recorded on the ticket if agreed.

Any material the client provides remains the client property. The company handles it only for the purpose of the job and returns or deletes it at the end of the engagement, unless the ticket says that a copy is retained for support purposes.

14. Confidentiality

Each side may learn confidential information about the other during a job. Confidential information includes business records, system passwords, network diagrams, customer lists, pricing and anything else that a reasonable person would treat as private. Each side agrees to protect the confidential information of the other and to use it only for the purposes of the engagement.

The company discloses confidential information only to the technicians and reviewers who need it for the job, and to a service provider where it is necessary for a function described in the privacy policy. Where a technician moves to another role, access to client records is withdrawn promptly.

Confidentiality does not apply to information that is already public, that the receiving side independently develops without using the other information, or that must be disclosed by law. Where a law compels disclosure, the side under compulsion will tell the other side where it is lawful to do so, so that a protective order can be sought.

The obligation of confidentiality continues after a job ends. It ends only when the information becomes public through no fault of the receiving side, or when the disclosing side agrees in writing to release it.

15. Data Protection

Each side agrees to handle personal information in line with the privacy law that applies to it. Where the company processes personal information on behalf of a client, it does so under the client instructions and returns or deletes the information at the end of the engagement, unless retention is required by law or by the ticket.

The company privacy policy describes how information is collected and used on the website and in the shop office. Where the client is the controller of information held on its systems, the client is responsible for providing its own privacy notice to the people whose information appears in those systems.

Where a job involves the configuration of a client system that holds personal information, the shop will put in place reasonable technical measures for that system as part of the ticket. The client remains responsible for deciding what measures are appropriate for its own legal obligations and for reviewing those measures after the job ends.

A data protection question about the shop can be sent to service@hggservices.lat. The shop will answer within a reasonable period and will work with a client to resolve a concern about how information is handled during a job.

16. Third Party Products

Many integrations involve hardware or software supplied by another company. The shop may recommend, source or configure such a product, but the product remains subject to the terms, licence and warranty of its own supplier. The shop does not give any warranty beyond what the supplier provides, and the shop is not responsible for a supplier decision to change a price, discontinue a product or withdraw support.

Where a third party product fails, the shop will help the client raise the issue with the supplier as part of a support ticket. Where the supplier requires access to the system, the shop will coordinate that access and record it in the bay log. Time spent on a supplier fault may be chargeable as support work where it falls outside the warranty period.

The shop does not install unlicensed software and does not assist a client in circumventing a licence restriction. A client who asks for such work will be told that the shop cannot proceed, and the ticket will be closed with a note explaining why.

17. Prohibited Conduct

The website and the services must not be used for any unlawful purpose or in a way that harms another person. The following conduct is not permitted, and the company may refuse service, close a ticket or restrict website access where it occurs.

• Attempting to gain unauthorised access to the website, a server or another system.
• Distributing malware, phishing messages or other harmful material.
• Using the services to store or distribute content that is unlawful or that infringes the rights of another person.
• Sending abusive, threatening or harassing messages to the shop office or to a person connected with a job.
• Misrepresenting authority to approve a change or to grant access to a system.
• Removing a notice of ownership from the website or from a document supplied by the shop.
• Using an automated system to place an unreasonable load on the website or to send bulk messages.

Where prohibited conduct causes loss or disruption, the company may recover a reasonable cost of investigation and remediation, in addition to any other remedy the law provides.

18. Website Availability

The company aims to keep the website available at all reasonable times, but does not guarantee uninterrupted access. Pages may be unavailable during maintenance, during a hosting issue or because of a network problem outside the company control. The company may change, suspend or withdraw a page at any time without notice.

The website is a reference for the services. A visit to the website does not create a job, and a submitted form does not create a binding engagement until the shop confirms an intake window in writing. The shop is not responsible for a message that fails to arrive because of a mail filter, an outage or an incorrect address provided by the sender.

Where a page contains an error, the company will correct it when the error is reported. A correction does not create a right to a different price or a different scope for a job, which are governed by the ticket and the service agreement.

19. Disclaimers

The website is provided on an as available basis. To the extent permitted by law, the company makes no representation that the website is free from error, that it will meet a particular requirement or that it will be available without interruption. The company does not warrant that a link on the website will lead to a site that is safe, accurate or current.

The services are provided with reasonable skill and care by qualified technicians. The company does not warrant that every system will be free from a future fault, that every existing problem will be found during a job, or that a third party product will continue to work after a supplier change. Where a job is limited by a client constraint, such as a freeze period or a restricted access window, the ticket will record the limit and the company will explain what remains untested.

Nothing in these terms excludes a warranty or condition that cannot lawfully be excluded. Where a law implies a term that cannot be excluded, the term applies to the extent required, and the other provisions of these terms continue in force.

20. Limitation of Liability

To the extent permitted by law, the company is not liable for indirect loss, loss of profit, loss of business opportunity, loss of goodwill or loss of anticipated savings that arises from the website or from a job. The company is not liable for a loss caused by a third party product, by a network outside the company control or by a client decision that was made against the written advice on a ticket.

The total liability of the company for a job is limited to the fee paid for that job, or to a stated amount in the ticket where the ticket sets a different limit. Where no fee is stated because the work is part of a care plan, the limit is the fee paid for the care plan in the twelve months before the claim arose.

The limits above do not apply to death or personal injury caused by negligence, to fraud, or to any liability that the law does not allow to be limited. A claim must be raised within a reasonable period after the loss becomes known, and the ticket record will be used to establish what was agreed.

The company keeps insurance appropriate to its work, and a client may request a certificate of cover at intake. The existence of insurance does not modify the limits in this section.

21. Indemnity

The client agrees to indemnify the company against a claim, loss or cost that arises from information the client provided that was inaccurate, from access the client granted without authority, or from client content that infringes the rights of another person. The client also agrees to indemnify the company where the client asked for work that breaches a licence or a law and the company carried out the work on that instruction.

The company agrees to indemnify the client against a claim that a document the company authored infringes the intellectual property of a third party, provided the document was used as intended and the client informed the company promptly of the claim. The company may choose to correct the document, replace it or refund the fee, at its reasonable discretion.

A party seeking indemnity must give the other party prompt notice, reasonable cooperation and control of the defence where the other party requests it. A party may not settle a claim in a way that admits fault on behalf of the other party without written consent.

22. Termination

A client may end a job by giving written notice to the shop office. Where the job is ended early, the client pays for work completed, for parts already sourced and for any non refundable third party cost. The shop returns any material that the client owns and provides the bay log for the work completed so far.

The company may end a job where the client does not provide the access or the approvals needed to continue, where an invoice remains unpaid beyond the stated terms, or where the client asks for work that the company cannot lawfully carry out. Where the company ends a job for one of those reasons, it will give written notice and settle the account for work already done.

Either side may end a care plan with the notice period stated in its agreement. A care plan that ends does not affect a warranty period for a job that is still within its warranty term. The confidentiality and liability provisions of these terms continue after a job or a care plan ends.

Where the company ends access to the website for prohibited conduct, the restriction does not affect the rights of a client under an active ticket, which are governed by that ticket and the service agreement.

23. Governing Law and Disputes

These terms are governed by the laws of the State of Utah in the United States, without regard to a conflict of law rule that would point to another jurisdiction. A dispute should first be raised with the shop office in writing so that the two sides can attempt to resolve it directly. Most concerns about a job can be settled at that stage by reading the ticket together and agreeing a correction.

If direct discussion does not resolve the matter, the parties agree to attempt mediation before beginning a formal proceeding, unless a delay would cause material harm. The mediation is held in a location agreed by both sides, or by remote means where both sides prefer, and the cost is shared equally unless the mediator decides otherwise.

Where a formal proceeding is necessary, the parties agree to the jurisdiction of the state and federal courts located in Utah, and each waives any objection to that venue. A claim that must be brought within a statutory period is not extended by the discussion or mediation described above.

Nothing in this section prevents either side from applying for urgent injunctive relief to protect a right while a dispute is pending. A client who lives in another country should note that this section applies regardless of where the client is located, and may wish to take local advice before engaging the shop.

24. General Provisions

Entire agreement. These terms, together with a signed service agreement and the work ticket for a job, form the entire agreement between the parties on the subject. A prior conversation does not modify the written record unless it is added to the ticket.

Severability. If a provision of these terms is found to be unenforceable, the remaining provisions continue in force, and the unenforceable provision is replaced by one that comes closest to its intended effect.

Waiver. A failure to enforce a provision on one occasion is not a waiver of that provision on a later occasion. A waiver is effective only when given in writing and signed by the party granting it.

Assignment. A client may not assign a ticket or a care plan without written consent. The company may assign its rights to a successor in a sale or a merger, provided the successor accepts these terms for information collected before the transfer.

Notices. A notice to the company should be sent to service@hggservices.lat with a copy by post to 7533 S Center View Ct, West Jordan - 84084-5526, United States (US). A notice to a client is sent to the email address recorded on the ticket or, where no email address is recorded, to the postal address provided at intake.

Force majeure. Neither side is liable for a delay caused by an event outside its reasonable control, such as a severe weather event, a failure of a public utility, a change in law or an interruption of a communications network. The affected side will give notice and take reasonable steps to resume performance.

Independent parties. The parties are independent businesses. Nothing in these terms creates a partnership, a joint venture or an employment relationship between the company and a client.

Language. These terms are published in English. A translation, if provided for convenience, is not the governing text, and the English version controls in a dispute.

25. How to Contact Us

Questions about these terms, a request to change a ticket or a request to discuss a concern can be sent to the shop office. The shop answers correspondence during normal business hours and aims to respond within a small number of working days.

HGGServices LLC
7533 S Center View Ct, West Jordan - 84084-5526, United States (US)
Email: service@hggservices.lat
Phone: +12233885416

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